My experience with Proxis.com and Bol.com - like night and day. Unfortunately, no mint John Wick 2 steelbook from Netherlands for me
In May, I placed an order of four steels at Proxis (three inexpensive ones that were in stock + John Wick 2) thinking that this would surely result in shipping in a box.
Result: the three in-stock items were never sent - either they went out of stock while waiting for John Wick 2 or they were never in stock in the first place - poor order handling either way. John Wick 2 arrived in a bubble envelope, badly damaged.
No automatic refund on the unsent items, but received an email with a link to instructions on how to apply for the refund. The link didn't work - "page not found".
Filed successfully a reclaim at Proxis web site - no response at all.
A week later, I sent a copy of my original reclaim to Proxis' customer service email - no response.
One more week later, I filed a reclaim at my bank to get my money refunded back to my CC - one day later the total sum of my order was refunded
Kudos to DanskeBank and VISA, I trust that they will be able to cancel the payment to Proxis.
After I had received the damaged steelbook from Proxis, I placed straight away an order for two copies at Bol.com, hoping to get at least one undamaged copy. No luck there either; sent in a thin cardboard envelope (think Amazon A1 envelope, but even bigger) where they could freely bang against each other during shipping. One resembled a banana, the other had multiple dents all over.
I filed a complaint at Bol.com (with photos of the steelbooks) and couple of days later I received a phone call from their customer service. The CS lady, who was very sorry that the steelbooks had been sent abroad with no protection at all, consulted her manager twice: A) they couldn't guarantee that replacement copies would be sent with better packaging, and B) I wouldn't need to send the damaged copies back (which she initially requested me to do).
Couple of days later Bol.com had refunded the purchase costs back to my CC. Truly excellent customer service, even if they couldn't deliver
I can't understand why Proxis didn't bother to respond at all. While my message left little doubt about how I felt about their packaging (and not sending apparently in-stock items), I kept a perfectly civil tongue
Very similar complaint was met with completely different kind of response at Bol.com
I guess I wasn't meant to have this steelbook
But NovaMedia box set has been ordered and there will be a FAC release later on, so I won't be entirely devoid of JW2
Brilliant action film, as was the first JW